call centre quality auditor

Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.

Alternative Labels

call center quality auditor

call centre quality analyst

call centre quality assurance auditor

call centre quality audit associate

call centre quality control auditor

call centre quality controller

contact centre quality auditor

customer service centre analyst

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse call performance trends assess employees' capability levels give constructive feedback guarantee customer satisfaction maintain high quality of calls measure call quality measure customer feedback present reports provide feedback on job performance provide objective assessments of calls report call errors train staff on call quality assurance write inspection reports

Essential Knowledge

call quality assurance management information confidentiality quality standards telemarketing

Optional Skills and Competences

advise on efficiency improvements advise on organisational culture analyse staff capacity design questionnaires estimate profitability persuade clients with alternatives revise questionnaires support implementation of quality management systems teach communication methods train employees type texts from audio sources

Optional Knowledge

accounting techniques business management principles call routing call-centre technologies communication principles customer service project management sales activities sales argumentation sales strategies statistics

Concept URI

Concept Uri

http://data.europa.eu/esco/occupation/580c98d4-fb97-4597-864c-54140f058f1b

Status

released

Occupations